Job Description

Job Title: 6050W & Suspense Customer Care Professional

Company: American Express
Location: Gurugram, Haryana

About American Express

At American Express, our culture is built on over 175 years of innovation, shared values, and leadership behaviors. We are unwavering in our commitment to back our customers, communities, and colleagues. As part of Team Amex, you will experience powerful support for your well-being, opportunities to develop as a leader, and avenues to grow your career. Here, your ideas matter, your work makes an impact, and together, we help shape the future of American Express.

Role Overview

As a 6050W & Suspense Customer Care Professional, you will engage with American Express Merchants, Client Managers, and Partners to obtain vital USA Tax-related documents through various written (and occasionally verbal) communication methods. Additionally, you will be responsible for conducting due diligence on suspense accounts for UK and Multi-Currency transactions.

This is a key initiative for GCG and Merchant (GMS), requiring excellent organizational skills, document analysis ability, and a thorough understanding of the sensitive nature of the information. Attention to detail and integrity are paramount as you manage and securely store sensitive tax-related data.

Key Responsibilities

• Merchant Engagement:

  • Engage with Merchants, Client Managers, and Partners to collect required USA Tax documents.

• Suspense Account Management:

  • Conduct due diligence on suspense accounts for UK and Multi-Currency.

• Data Analysis & Documentation:

  • Analyze and review documents carefully, ensuring accuracy and compliance with IRS directives.

  • Securely file and store sensitive information for future reference.

• Customer Service & Communication:

  • Provide high-quality customer service, including excellent written and verbal communication.

  • Follow laid-out processes with strong attention to detail, adhering to productivity goals and deadlines.

• Compliance:

  • Ensure accurate tax information from merchants and maintain compliance with regulations.

Minimum Qualifications

• Customer Service Experience:

  • Proven history of delivering excellent customer service.

• Communication Skills:

  • Strong written communication skills, particularly via email and letter.

  • Strong verbal communication skills.

• Analytical Skills:

  • Ability to analyze data and documents accurately.

• Attention to Detail:

  • High attention to detail with a strong commitment to following processes.

• Proactive Attitude:

  • A proactive, helpful attitude and willingness to meet daily, weekly, and monthly productivity targets.

• Language Skills:

  • Fluency in English is a requirement.

Preferred Qualifications

• Regulated Role Experience:

  • Understanding of working within a regulated role is preferred.

• Tax Knowledge:

  • A basic understanding of merchant business and USA Tax is preferred, but not mandatory.

Equal Opportunity Employment

American Express is an equal opportunity employer. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Background Check

The offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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